We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 369228 results
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Decision Reference DRN-5630373
18 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5630373 The complaint Miss B complains that TSB Bank plc (‘TSB’) unfairly reported a default to her credit file over an unplanned overdraft of £38.80, when she’d not received correspondence about this. Miss B also complains that she wasn’t told her account was closed. Miss B wants ... (4 pages)View decision -
Decision Reference DRN-5561008
18 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5561008 The complaint Mr P complains that Vanquis Bank Limited lent to him irresponsibly. What happened On 4 January 2012, Mr P applied for a credit card with Vanquis. The card was approved with an initial credit limit of £500, which was subsequently increased as follows: Date Cred... (4 pages)View decision -
Decision Reference DRN-5375107
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5375107 The complaint Mr H is unhappy with how Nationwide Building Society handled a dispute for goods he bought using his debit card. What happened In October 2024 Mr H bought two gold bars online with a total value of around £6,800. Mr H says he received a parcel from the merchan... (3 pages)View decision -
Decision Reference DRN-5621098
18 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5621098 The complaint Mr K has complained about Zurich Insurance Company Ltd’s decision to decline his building insurance claim for a damaged roof. What happened On 9 December Mr K claimed for damage to his roof. Zurich declined the claim. Although it accepted there was a storm (an... (2 pages)View decision -
Decision Reference DRN-5472214
18 Jun 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5472214 The complaint Mr L complains through a representative that Tandem Motor Finance Limited trading as 1st Stop Car Finance (“Tandem”) didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement. Mr L also says the relationship was unf... (3 pages)View decision -
Decision Reference DRN-5109051
18 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5109051 The complaint Mr L complains about the quality of a used vehicle he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr L says that the van wasn’t of satisfactory quality, and it has needed to be repaired several times very soon after... (4 pages)View decision -
Decision Reference DRN-5171084
18 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5171084 The complaint Mr D is unhappy with the way Oodle Financial Services Limited trading as Oodle Car Finance (Oodle), handled the termination of his hire purchase agreement. When I refer to what Mr D and/or Oodle said or did, it should also be taken to include things said or do... (3 pages)View decision -
Decision Reference DRN-5576576
18 Jun 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5576576 The complaint Mr M complains that Sainsbury's Bank Plc didn’t appropriately protect the security of his loan account, which allowed him to become the victim of fraud. What happened In September 2024, Mr M says that a person, who wasn’t him, contacted Sainsbury’s preten... (3 pages)View decision -
Decision Reference DRN-5612286
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5612286 The complaint Mr S complains Santander UK Plc failed to intervene when he was spending compulsively. What happened Mr S made several large card payments to gambling companies, on the same day. Mr S felt Santander should have stepped in and challenged him over these payment... (2 pages)View decision -
Decision Reference DRN-5631863
18 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5631863 The complaint Miss K complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss K is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss K her... (3 pages)View decision
